Principal XM Scientist

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

This role is crucial in delivering program consulting services to Qualtrics customers across various industries, empowering them to develop and execute world-class CX Programs. You will lead with the creation of a strategic roadmap, collaborating closely with clients to align on program vision, design journeys, and measurement strategies. By leveraging your expertise, you will guide clients through organisational change, driving continuous insights and helping them realise tangible business outcomes.

This person is responsible for the delivery of program consulting services to Qualtrics customers, across a variety of industries, to help them design and run a world-class CX Program focused on transforming our clients’ frontline care interactions. This individual will help clients drive organisational change and address the common CX challenge of realising value by creating a systematic approach to driving continuous insights that will help to prioritise where to focus, as well as track and measure the effectiveness and associated value of actions taken.

In this role, deep experience in Contact Centre Operations and/or Transformation and with design/analysis of unstructured data from call centre, chat, social media, and review sites is crucial. This requires:

• Experience working in a Contact Centre as an agent, manager, or support function;
• Expertise in analysing or managing unstructured data to build strong Customer Experience programs;
• Proven experience in driving value from integrated approaches to contact centre operations (including Agent Effectiveness, QAQM, and digital integrations);
• Experience leading CC transformation with strong change management skills, including building adoption roadmaps and aligning new processes, whilst delivering business value and achieving strategic business objectives.
• Experience with a range of common enterprise contact centre software solutions (e.g., Dialpad, Nextiva, JustCall, RingCentral, Avaya, CloudTalk, Genesys, Five9).

You will engage with some of the world’s most recognizable brands, to deliver services to augment their ability to execute a CX program, including program design, maturity assessments, program reviews, customer journey mapping, listening post designs, etc. This highly-visible role will interface with client stakeholders at different levels of an organization to gain a deep understanding of their business needs and shape their CX Programs.

How You’ll Find Success:

• Strategic Leadership: Lead engagements from program vision to ongoing value realization, driving transformational change and continuous improvement.
• Customer Experience Expertise: Utilize your extensive CX design and delivery experience to serve as a trusted advisor, translating customer needs into actionable business requirements.
• Collaborative Engagement: Foster collaborative relationships with key stakeholders and program leaders, enabling successful program deployment and ongoing success.
• Analytical Proficiency: Apply strong analytical skills to derive compelling insights and recommendations tailored for executives, management, and front-line teams.
• Influential Communication: Effectively communicate strategic concepts and best practices through written, analytical, and verbal channels, evangelizing key concepts and driving alignment.

Things You’ll Do:

• Strategic Guidance: Provide post-sale consulting support to guide clients in standing up best-in-class Customer Experience Programs, from program design to ongoing maturity advancement.
• Program Management: Manage engagements from program vision to organizational change, continuously driving value realization and program improvement.
• Stakeholder Engagement: Foster collaborative relationships with key business stakeholders and program leaders to ensure successful program deployment and ongoing success.
• Insightful Analysis: Guide the analysis of operational, customer, and financial data to create compelling insights and recommendations tailored for different organizational levels.
• Strategic Content Development: Develop strategic content for consulting, thought leadership, and academic articles, contributing to industry knowledge and best practices.

What We’re Looking For On Your Resume:

• CX Expertise: 10+ years of CX design and delivery experience in major industry verticals.
• Educational Background: Advanced degree in a research or business-centric field preferred. Bachelor's Degree required.
• Methodological Knowledge: Strong understanding of research methodology, survey design, and data analysis.
• Program Design: Understanding of program governance, change management, organizational design principles.
• Experience: Text Analytics, AI-led Design Principles, Contact Centers or Locations based businesses.
• Communication Skills: Exceptional written, analytical, and verbal communication skills, with experience presenting to senior leadership teams.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic. Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations.